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Making a complaint

We endeavour to provide you with an excellent customer service however we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with any aspect of your purchase you can make a complaint through any of the below channels:

  • Telephone: 03330 431099 (option 4)
  • Email: feedback@vanmonster.com
  • Post: Customer Care, Northgate Vehicle Sales Ltd, Northgate Centre, Lingfield Way, Darlington, DL1 4PZ
  • What to expect from us?

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.

Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within 48 hours. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the allegations raised. 

If we have been unable to resolve the complaint, we will issue an update within 4 weeks and endeavour to issue you with a final response within 8 weeks.

What options do you have should you be dissatisfied with our final response?

Should you be dissatisfied with our final response, you may have the right to your complaint to the Financial Ombudsman Service (‘FOS’). The FOS is an independent body established to settle disputes between UK-based financial companies and consumers. You are able to refer your complaint to the FOS on any of the below contact details:

It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.

You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk/. 

 

FCA Motor Finance Consumer Redress Scheme

On 30th March 2026, the Financial Conduct Authority (FCA) published the details of its motor finance redress scheme.

The FCA confirmed that lenders, rather than dealers, must contact customers and details which arrangements are included in the Motor Finance Consumer Redress Scheme including the timeframes for lenders to respond to customers. Further details can be found here: https://www.fca.org.uk/consumers/car-finance-complaints.

Van Monster is a credit broker and not a lender.

 

I have already complained to Van Monster. What happens next?

Any complaints we have already received will be passed to the relevant lender. We will send you a final response letter once this has been done.

Whilst it carried out its review, the FCA introduced a temporary pause to the 8-week deadline that we usually have to respond to complaints. This pause started on 11 January 2024 and will continue until 31 May 2026. Following the pause, we will have the remainder of the 8-week deadline to provide customers affected with our final response.

Complaints not affected by the pause will continue to be dealt with in accordance with our usual processes.

 

I have not complained yet. Who do I contact?

The FCA has confirmed that lenders are responsible for running the redress scheme, and complaints should be sent directly to them. Each finance company provides information on how to complain on its website. Van Monster is a broker and any complaints sent to us will be passed on to the relevant lender, which may delay the process.

 

How do I find out the details of my lender?

Lenders will be writing to affected customers in due course. If you would prefer to contact them sooner, the easiest way to find out who your car finance was with, no matter where you bought the vehicle, is to check your credit record. Equifax has a handy car finance checker which can be found here: Car Finance Checker | Equifax UK